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Detailed Job Description:

Lead and direct cross - functional technical and agency business teams to support complex agency contact center solutions. Provide technical oversight and develops strong customer relationship and contact center business operations understanding. Confident in a client facing role and possess the ability to manage multiple stakeholders. Coordinate and perform release planning, development, testing, and releases on multiple agencies IVR enhancements. Coordinate issue communication and resolution with multiple other tech teams in the event of a problem. Review support tickets with agency leadership and oversee any support questions from other team members that might be working on one of those agencies tickets. Act as a SME accessible by other team members to discuss and work through possible ways to achieve or a design a requested IVR enhancement. Build Call flow designs, Chat and integration to backend systems using application program interfaces (API). Skills based routing design and implementation for voice, chat, email, and SMS contact center technology Works with the Architecture team to design, develop, and deploy APIs, consume APIs. Understand business requirements with the ability to translate to technical requirements Prepare design documents based on business requirements for the application development Experience with cloud-based SaaS/PaaS/IaaS providers and working with virtualized systems, including application servers, databases, and networking infrastructure. Keep up to date on vendor products and enhancements and use the information as needed to improve customer usage of our supported platforms.

Critical Skills:

Ability to program in scripting languages such as JavaScript. Ability to develop, maintain, and troubleshoot webservice API calls. NICE CXOne Studio experience. (Formerly, NICE inContact).

Desired Skills:

Base knowledge of intersystem networking, and data traffic flow between components. Ability to troubleshoot end to end Call center application including Chrome and Edge issues when interacting with a Web based application like Salesforce/ Microsoft Dynamics.

Skills Matrix:

Contact Center Development experience (NICE CXOne, Amazon Connect etc..,) 5+ years of experience NICE CXOne Studio experience 2- 3+ years of experience Ability to program in scripting languages such as Javascript 4+ years of experience Ability to develop, maintain, and troubleshoot webservice API calls 5+ years of experience

Experience required: 5-8 Years